Implementation Manager (US, Remote)

Eleos Health

14h•Remote

About The Position

Eleos Health is seeking a customer-facing Implementation Manager to join their growing Customer Success team. This role is crucial for the customer onboarding process, reporting to the Director of Implementation. The Implementation Manager will be responsible for leading the implementation of the Eleos solution for new customers, collaborating with key stakeholders on the customer side including IT, Clinical, Program Management, and Executive Sponsors. Additionally, they will work with existing customers and contribute to streamlining internal processes to accelerate time to value. The ideal candidate thrives in a startup environment, excels in fast-paced settings, enjoys managing tech projects to completion, possesses strong communication skills, is focused on delivering customer solutions on time, and is adept at finding unique solutions to customer problems.

Requirements

5+ years leading hands-on B2B, SaaS enterprise-wide implementation projects (e.g. EHR, CRM, ERP).
Experience at a high-growth, fast-paced, innovative organization.
Strong technical configuration acumen including experience with HTML/CSS, JSON, XML.
Previous experience working directly with external customers in a post-sales role.
Previous experience working with R&D teams within a tech environment.
Exceptional verbal and written communication skills, including the ability to effectively communicate and influence both business and technical individuals toward meeting objectives and delivering outcomes.
Practical problem-solving and analytical skills.
Open to 30% travel.

Nice To Haves

Interest and passion for the Healthcare/Behavioral Health world.
Experience with Citrix, Remote Desktop, etc.
Project Management Certification.
Previous experience training users.

Responsibilities

Oversee the project management duties of new Implementations to ensure a successful launch.
Develop and execute the implementation phase of the product with new customers, managing implementations end-to-end from Kick-off, through technical Discovery and Initial rollout.
Configure key components of the system, including SSO, Tele-Health, and EHR integrations.
Communicate effectively with customers, from executives to IT teams, to ensure successful execution.
Leverage the latest Eleos features and functionality to enhance customer satisfaction.
Interface with Eleos’ internal teams, including CS, Product, Engineering, and Leadership, to ensure a successful go-live.
Coordinate project timelines, tasks, and development efforts to manage implementation projects and keep customers on plan and on schedule.
Troubleshoot customer issues, providing resolution or guidance when problems arise.